Chat History

The Chat Details dashboard provides a comprehensive view of individual interaction records, This report is designed to enable a deeper dive into chat details and assist in troubleshooting and to resolve customer complaint.

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Filters

Date Range Filter (Top): Users can filter data by selecting a specific period using the sliders at the top. Focuses analysis on calls within a given timeframe for targeted reviews.

Business Hours/Days Toggle: Toggles between viewing data for all hours/days and business operating hours.

Agent Name Dropdown: Filters data to display chat handled by a specific agent. Enables granular analysis of agent-specific chat details.

Key Information

  • Chat Started at: The exact timestamp when the chat session was initiated by the customer or system.
  • Queued at: The timestamp when the chat entered the waiting queue after being initiated but before being assigned to an agent.
  • Dequeued at: The timestamp when the chat left the queue and was picked up by an available agent for handling.
  • Disconnected at: The timestamp when the chat session ended, either by the customer, agent, or system.
  • Customer: The name of the customer who initiated the chat session.
  • Queue Name: The name of the queue where the chat was routed.
  • Agent: The name of the agent who handled and responded to the chat.
  • Channel: The Teams channel name which is selected to send the chat card.
  • Queueing Time: The total duration the customer spent waiting in the queue before their chat was picked up by an agent.
  • Duration: The total time of the chat session, measured from when the chat was dequeued until it was disconnected, including active conversation time.
  • Idle Session: Indicates whether the chat session went idle due to inactivity (Yes or No).
  • Agent ID: The unique identifier of the agent, used for tracking and reporting purposes.
  • Business Hour?: Indicates whether the chat occurred during standard business hours (Yes or No).
  • Business Day?: Specifies whether the chat took place on an official working day (Yes or No).